Accountability

Accountability is one of the most underrated traits of a company. People, of course must be accountable for their particular responsibilities, but it starts with the company creating a culture of accountability. 

Companies do this by ensuring everyone has a job description with 5 key roles/responsibilities. You should be able to walk up to anyone in the company, ask them what they do and they should repeat those 5 things.

Along with this list of key responsibilities are metrics for everyone in the company. Everyone must have at least one number (most will have more) that they are working toward and is tracked on a weekly/monthly basis. It could be a customer satisfaction score, gross profit number or # of leads generated. 

This now is the company's foundation for building an accountable firm. It is now easy to understand why each employee exists in the company and exactly how he/she is contributing to its overall success.